You're browsing the documentation for an old version of SupportPal. Consider upgrading to the [latest version](https://docs.supportpal.com/current/Frequently+Asked+Questions). # Frequently Asked Questions A list of common issues and questions along with appropriate resolution steps. If you don't find an answer to your question here, please open a ticket with us. ## General Issues #### SupportPal periodically results in a redirect loop which stops after clearing cookies. Description Possible Cause mod\_security is running on your server and falsely detecting the AES encrypted SupportPal session cookie as a threat Resolution The rules used in mod\_security are very generic in nature, this can subsequently lead to false positives. In versions prior to RC1 of CRS 3.0, the redirect is default behaviour when a rule has been violated. From CRS 3.0 RC1 onwards the default behaviour was changed to a 403 Forbidden status specifically because it was causing redirect loops. The mod\_security team are also[ aware](https://github.com/SpiderLabs/owasp-modsecurity-crs/issues/451) of cookies causing false positives and are looking for a a fix. We recommend that you upgrade to the latest version of CRS 3.0 and if you're still experiencing issues [implement exceptions](https://www.trustwave.com/Resources/SpiderLabs-Blog/ModSecurity-Advanced-Topic-of-the-Week--(Updated)-Exception-Handling/). For example, the below exception will bypass a given rule if a cookie named "supportpal" is present: `SecRuleUpdateTargetById !REQUEST_COOKIES:supportpal` Please replace `` with the number that is triggering a false positive. #### All of my pages are generating 404 error pages. Description Possible Cause URL redirection is most likely not working. Resolution All installations ship with a `.htaccess` file to facilitate "pretty URLs". Please ensure that you are using redirect rules appropriate for your web server. If you're using Apache web server and your `.htaccess` file is not working please ensure: 1. `mod_rewrite` is enabled 2. "[AllowOverride](https://httpd.apache.org/docs/2.4/mod/core.html#allowoverride)" is not blocking `.htaccess` usage #### I keep getting a blank page. How do I fix it? Description Possible Cause A blank page typically means that your server does not meet the [System Requirements](System+Requirements). Resolution Firstly, please ensure that your server meets all of the system requirements - in particular file permissions. If the error persists, please consult the error log in storage/logs/. If you're unable to find the error message here, for example the file is empty, the error may have been written to your web server's error log typically /var/log on Unix. Alternatively, you may also consider enabling debug mode in `config/production/app.php`: ``` 'debug' => true, ``` #### What does "Whoops! Something went wrong." mean? Description Possible Cause The message signifies that an unexpected error has occurred, it only appears while the application is running in production. It is used to prevent complex unexpected errors from being displayed to the user. Resolution Please consult `storage/logs/` for the actual error message. ## Installation Issues #### The installer is unavailable with 502 Bad Gateway: upstream sent too big header while reading response header Description Symptoms - SupportPal is unavailable: 502 Bad Gateway - In the log files `/var/log/nginx/error.log` or `/var/www/vhosts/example.com/logs/proxy_error_log` the following error message can be found: ``` [error] 6890#0: *15355 upstream sent too big header while reading response header from upstream, client: 203.0.113.2, server: subdomain.example.com, request: "POST /en/install/step4 HTTP/2.0", upstream: "https://subdomain.example.com:7081/en/install/step4", host: "subdomain.example.com", referrer: "https://subdomain.example.com/en/install/step3" ``` Cause A request cannot be processed by the proxy server because of insufficient buffer size. Resolution **Plesk** If using Plesk, see: 1. Increase 'buffers" and 'buffer\_size' in `/etc/nginx/nginx.conf `under `http { `section. For example: `proxy_buffers 8 16k;

proxy_buffer_size 32k;

fastcgi_buffers 8 16k;

fastcgi_buffer_size 32k;` 2. Restart `nginx` service #### How do I remove 'disabled\_functions'? Environment Description cPanel (WHM access) If you manage your own cPanel installation and have WHM access: 1. Go to *WHM* -> *PHP Configuration Editor* -> *Advanced Mode* 2. In Advanced Mode, find 'disable\_functions' and simply remove `escapeshellarg` 3. Save cPanel (Shared Hosting) Please ask your web hosting provider to remove the functions. #### A blank page is displayed when loading SupportPal Description Possible Cause Ioncube Loaders aren't working Resolution Please ensure you have [IonCube loaders](System+Requirements) installed and functioning on your server. #### 500 Error - Internal Server Page shows Possible Cause Resolution There's a problem with your htaccess file. Try renaming your .htaccess to htaccess (remove the dot), then browse to the root of your installation directory. For example: https://www.supportpal.com/support/ Incorrect file permissions. Please ensure you have the correct permissions on all files (typically 644) and folders (typically 755). Also ensure that the `/bootstrap/cache`, `/config` and `/storage` folders (and recursive directories below) are writeable by the web server. Ioncube Loader v4.7.5 There are known issues with Ioncube Loader v4.7.5 (shipped with cPanel). Please upgrade to the latest Ioncube Loader version and restart your web server. #### I'm using windows and IIS web server. How do I fix the requirements page saying directories are not writable? Description Possible Cause The web server does not have appropriate permissions to write to the directories. Resolution Ensure each of the below users have full permission to each of the directories specified in the system requirements: - `IUSR` - `IIS_IUSRS(\IIS_IUSRS)` ## Login/Logout Issues #### I keep getting logged out and shown the "Taking a break" page. Possible Cause Resolution Your php.ini file is syntactically invalid. Please ensure the `post_max_size` and `upload_max_filesize` items contain valid values. 'Remember me' By default, sessions last for 1 hour. We recommend to check the 'Remember me' box when logging in to prevent your session from being cut short. If you don't force all connections to use the same domain e.g. https://www.supportpal.com/ then you will get separate session cookies for www.supportpal.com and supportpal.com so logging into one will log you out of the other Set your SupportPal installation domain in `/config/production/session.php`: /config/production/session.php ``` 'file', 'domain' => null, ]; ``` If you're running SupportPal from a subdirectory, the cookie may be clashing with other software running on the same domain. Set the subdirectory in `config/production/session.php`: /config/production/session.php ``` 'file', 'path' => '/', ]; ``` The 'file' session driver is sometimes unreliable. For better performance and reliability, we recommend switching to the Redis session driver, see [Changing File Storage Path](Changing+File+Storage+Path) ## Email Issues #### Email links are incorrect or embedded images do not load Description Possible Cause Brand URL is incorrect Resolution Go to **Settings -> General -> Brands**, click on the relevant brand and update the System URL. ## File Uploads #### How to debug file upload problems Description Possible Cause Your php.ini is misconfigured, or php does not have read / write permissions to the temporary uploads directory. Resolution Login to operator and browse to *Utilities* > *PHP Information*, then check the below settings: 1. Ensure `file_uploads` is set to 1 2. Ensure `upload_max_filesize` is larger than the file you're trying to upload 3. Ensure `post_max_size` is larger than or equal to `upload_max_filesize` (above) 4. Ensure `memory_limit` is larger than `upload_max_filesize`, it should be several times larger 5. Ensure `upload_tmp_dir` is read writable by the PHP / web server process. If the setting value is empty, it defaults to the system default which is *usually* `/tmp` on Linux and `C:\Windows\Temp` on Windows. If you're using Windows and IIS, please ensure each of the below users have full permission to the `upload_tmp_dir` directory: 1. `IUSR` 2. `IIS_IUSRS(\IIS_IUSRS)` 6. If `upload_tmp_dir` is null, the `open_basedir` setting must include the system default directory #### Failed to import email that contains large attachments or embedded images Description Possible Cause Your configured PHP or MySQL resource allocation is too small. Resolution **PHP**1. Ensure `upload_max_filesize` is larger than the file 2. Ensure `memory_limit` is larger than `upload_max_filesize`, it should be several times larger **MySQL**1. Ensure `max_allowed_packet` is larger than the raw contents of the email ## Changing Functionality #### iFrames are being removed. How do I fix this? Description Cause This is a security feature to prevent cross-site scripting (XSS) attacks. Resolution By default we whitelist a number of domains that are permitted to use `iframe`. Follow the below steps to add your domain to the whitelist: 1. Create or edit the following file: `config/production/purifier.php` 2. Add your domain to the value of [URI.SafeIframeRegexp](http://htmlpurifier.org/live/configdoc/plain.html#URI.SafeIframeRegexp) - replace `your-domain-here` below (do not include http://) ``` array( "default" => array( "URI.SafeIframeRegexp" => "%^(http://|https://|//)(www.youtube.com/embed/|player.vimeo.com/video/|your-domain-here)%", ), ), ); ```